Hospitality Industry Hospitality is the cordial and generous reception and entertainment of guests or strangers, either socially or commercially. The Hospitality Industry is comprised of those businesses which practice the act of being hospitable; those businesses which are characterized by generosity and friendliness to guests.

A. Characteristics of Hospitality Industry 1.Inseparability 2.Perishability 3.Labor-intensive 4.Repetitive 5.Intangibility

B. Components of Hospitality Industry 1. Lodging Operations -such as hotels, resorts, motels etc. 2. Transportation Services -such as taxi, train, cruise ships, etc. 3. Food and Beverage Operations -such as restaurants, bars, etc. 4. Retail Stores -such as souvenir shops, etc. 5. Activities -such as recreations, festivals, etc.

A Brief History on the Development of Lodging Industry

Historical Perspectives Being hospitable can be traced back to the civilizations of Sumeria, Ancient Egypt, Ancient Greece, Rome and Biblical Times.

Two possible explanations why people in ancient times felt required to be hospitable: 1.They felt that providing hospitality to strangers were necessary to their religious well-being and; 2.Having superstitious belief.

The more logical in our modern thinking explains that providing hospitality was a result of a “give and take” philosophy.

The need for a place to stay away from home is as old as the first nomadic traveler.

Trading between two cultures created the need for groups of people to travel often great distances.

Along these trade routes, certain stopping points became favored out of necessity. Along these trade routes, certain stopping points became favored out of necessity. These stopping points became known as junction points that grew into trading centers and eventually evolved into cities. These stopping points became known as junction points that grew into trading centers and eventually evolved into cities.

Journey segment is the maximum reasonable distance traveled in one day along trade and caravan routes. Journey segment is the maximum reasonable distance traveled in one day along trade and caravan routes. At these journey segments, lodging facilities became a need. They were called relay houses in China, khans in Persia, and tabernas in Rome. At these journey segments, lodging facilities became a need. They were called relay houses in China, khans in Persia, and tabernas in Rome.

At some point, innkeepers began to incorporate food and beverage service in their operations.

Another development was the Roman network of roads that crisscrossed Europe and parts of Asia and Africa. These roads provided fast and safe routes for travelers.

The concept of hospitality was changed in 1282 in Florence, Italy. The innkeepers created a guild or associations that formed hospitality into business.

The industrial revolution of the mid-1700s created new modes of transportation that further changed the way people traveled. The emergence of railroads and later the automobile played large roles in lodging’s history because both dramatically increased the lengths of journey segments for a traveler.

As the evolution of lodging continued, new facilities began to emerge as an option for travelers. The wealthy and landed aristocracy of the world began to view the many spare rooms in their castles and estates as sources of revenue. The wealthy and landed aristocracy of the world began to view the many spare rooms in their castles and estates as sources of revenue.

The best example of this can be traced back to the English and colonial inns of the 1700s. The best example of this can be traced back to the English and colonial inns of the 1700s. The significant difference between the two was that colonial inns offered rooms to anyone who could afford to pay, whereas English inns were most often reserved for the aristocracy. The significant difference between the two was that colonial inns offered rooms to anyone who could afford to pay, whereas English inns were most often reserved for the aristocracy. Another difference between the two was that English inns rented out individual sleeping rooms, whereas colonial inns regularly offered large rooms with several beds inside. This meant that English inns could offer private guest rooms, whereas colonial inns were better suited for communal accommodations. Another difference between the two was that English inns rented out individual sleeping rooms, whereas colonial inns regularly offered large rooms with several beds inside. This meant that English inns could offer private guest rooms, whereas colonial inns were better suited for communal accommodations.

The word hotel is the Anglicized version of the French hotel garni, which translates into “large, furnished mansion”. The word hotel is the Anglicized version of the French hotel garni, which translates into “large, furnished mansion”. The first lodging facility that can be directly considered a precursor of the modern hotel was the 73 rooms City Hotel built in New York in The first lodging facility that can be directly considered a precursor of the modern hotel was the 73 rooms City Hotel built in New York in It is a significant milestones in the evolution of lodging because its sole purpose was to house guests. All the previous inns were homes first, and lodging facilities second. It is a significant milestones in the evolution of lodging because its sole purpose was to house guests. All the previous inns were homes first, and lodging facilities second.

In 1829, Tremont House was built in Boston. This property was another milestone in the early revolution of hotels.

It was considered as the first five-star hotel. Highly trained staff, French Cuisine, and luxurious appointed rooms combined to give guests the finest hotel experience available ever to that point in time. Amenities offered by the Tremont House include in-room water pitchers and free soap, that was considered revolutionary.

D. Classification of Hotels 1. According to Size: a. Small Scale (under 150 rooms) b. Medium Scale (150 to 299 rooms) c. Large Scale (300 and above)

2. According to Target Market: a. Commercial Hotels b. Airport Hotels c. Suite Hotels d. Residential Hotels e. Resort Hotels f. Bed and Breakfast Hotels g. Time-Share and Condominium h. Casino Hotels i. Conference Centers j. Convention Hotels k. Alternative Lodging Properties

3. According to Levels of Service a. World-Class Service b. Medium-Range Service c. Economy / Limited Service

4. According to Type of Ownership and Affiliation a. Independent b. Chain Hotels - Management Contract - Management Contract - Franchise - Franchise

5. Reasons for Traveling a. Business Travel b. Pleasure Travel c. Group Travel d. Buying Influences

6. According to Quality Ranking a. Deluxe b. First Class c. Standard d. Economy

7. According to Location a.Center City b.Suburban c.Resort d.Airport e.Highway

E. Hotel Organization Mission Statement Defines the unique purpose that sets one hotel or hotel company apart from others. It expresses the underlying philosophy that gives meaning and direction to hotel policies. A hotel’s mission statement should address the interests of three diverse groups: guests, management, and employees. Defines the unique purpose that sets one hotel or hotel company apart from others. It expresses the underlying philosophy that gives meaning and direction to hotel policies. A hotel’s mission statement should address the interests of three diverse groups: guests, management, and employees.

Objectives Are those ends an organization must achieve to effectively carry out its mission. An objective is more specific than a mission; it calls for levels of achievement which can be observed and measured. Are those ends an organization must achieve to effectively carry out its mission. An objective is more specific than a mission; it calls for levels of achievement which can be observed and measured.

Goals Define the purpose of a department or division; they direct the actions of managers and employees and the functions of the department or division towards fulfilling the hotel’s mission. Strategies Are the methods a department or division plans to use to achieve its goals. Goals Define the purpose of a department or division; they direct the actions of managers and employees and the functions of the department or division towards fulfilling the hotel’s mission. Strategies Are the methods a department or division plans to use to achieve its goals.

Organizational Chart A schematic representation of the relationships between positions within the organization. It shows where each position fits in the overall organization as well as where divisions of responsibility and lines of authority lie. Solid lines on the chart indicate direct-line accountability. Dotted lines indicate relationships that involve a high degree of cooperation and communication, but not direct reporting relationship.

F. Classification of Functional Areas: Revenue vs. Support Centers Revenue Centers - those that sells goods or services to guests, thereby generating revenue for the hotel (front office, food and beverage outlets, room service and retail stores). Support Centers - these do not generate direct revenue, but provide important backing for the hotel’s revenue centers (housekeeping, accounting, engineering and maintenance, and human resources division).

Front-of-the-house vs. Back-of-the-house Front-of-the-house - areas that involves guest and employee interaction (front office, restaurants, and lounges). Back-of-the-house - areas where interaction between guests and employees is less common (housekeeping, engineering and maintenance, accounting, and human resources).

G. Hotel Divisions: 1. Food and Beverage Division 2. Sales and Marketing Division 3. Accounting Division 4. Engineering and Maintenance 5. Security Division 6. Human Resource Division 7. Rooms Division 8. Other Divisions: -Retail Outlets - Recreation - Casino

Rooms Division The rooms division comprises departments and personnel essential in providing the services guests expect during a hotel stay. In most hotels, the rooms division generates more revenue than other divisions.

Departments under Rooms Division: 1. Front Office Department 2. Housekeeping Department

The front office is the most visible department in a hotel. Front office personnel also have more contact with guests than staff in most other departments. The front desk is usually the focal point of activity for the front office and is prominently located in the hotel’s lobby.

Functions of the front office: Sell guestrooms, register guests, and assign guestrooms. Coordinate guest services. Provide information about the hotel, the surrounding community and any attractions or events of interest to guests. Maintain accurate room status information. Maintain guest accounts and monitor credit. Produce guest account statements, and complete proper financial settlement.

Sections under the Front Office Department: Reservations Communications (Private Branch Exchange or PBX) Uniformed Service –Bell Attendants –Door Attendants –Valet Parking Attendants –Transportation Personnel –Concierge